GenAI-Driven Head of Customer Tech & Digital Care

Reputable Recruiting, LLC; Newnan (GA); On-site; USD 120,000 - 160,000; Full time

Job summary

Reputable Recruiting, LLC is seeking a senior leader to oversee customer care for dealer and customer subscriptions and programs, including telematics and IT services. You will manage the central care center, ensuring smooth workflows and collaboration with HCMA, HCM, and key suppliers.

You will guide a team, drive budget planning, and promote Generative AI utilization to elevate service quality and customer satisfaction across the subscription ecosystem.

Qualifications

• 10+ years in after-sales support or management roles.
• Ability to analyze data from machinery and other sources.
• Strong market perspective.
• Team player with a positive attitude.
• Customer service mindset and forward thinking.
• Analytical, process oriented with root-cause analytics experience.
• Detail oriented with effective communication.
• Proficient in Microsoft Office and Suite products.
• Good Generative AI utilization.

Responsibilities

• Lead technical support subscription services including Consite and Telematics API.
• Manage programs such as Extended Warranty and PM programs.
• Lead team supporting programs as defined.
• Escalate serious customer issues to appropriate departments.
• Make decisions on customer complaints related to services and systems.
• Create and manage budget for Central Customer Care department.
• Promote Generative AI utilization in Customer Care area.
• Manage service agreements with dealers and subscription & services system agreements, including Connect, Consite, and Telematics API.

Skills

Generative AI utilization

Team leadership

Root-cause analytics

Microsoft Office

Customer service

Tools

Consite

Telematics API

Job description

Reputable Recruiting, LLC is seeking a senior leader to oversee customer care for dealer and customer subscriptions and programs, including telematics and IT services. You will manage the central care center, ensuring smooth workflows and collaboration with HCMA, HCM, and key suppliers.

You will guide a team, drive budget planning, and promote Generative AI utilization to elevate service quality and customer satisfaction across the subscription ecosystem.